Use the Debt Bill Query (IBIL) from RECOOP (MSOM DMS 008.003 ) while talking to the debtor. See GN 02210.212B.1. for the procedure to use to verify the identity of the debtor before releasing
If the system is down, find out the reason for the call and either return the call
with the requested information or refer the question to the DS.
If the debtor wishes to discuss payment, see GN 02210.214.
Obtain (or verify) the debtor's telephone number and address and, where appropriate,
update the RECOOP accordingly.